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Retail Autopsy: What Killed Borders, Circuit City and Hollywood Video January 24, 2012 
The Borders near me closed the other month. Wasn't surprising. Ditto for Circuit City. Gone. A few years prior to that it was Hollywood Video that rolled its end credits. The problem is, none of them had to go. They each died of self-inflicted wounds. Sure, a lot of their CEOs came out and blamed Iraq, the economy, e-commerce, etc., for their failures.
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It's Showtime for CRM January 23, 2012 
CSC and Infovisionix announced a new agreement at Retail's BIG Show 2012 in New York City. Under the agreement, Infovisionix's suite of retail reporting and analysis tools will be incorporated in CSC's Retail Enterprise Intelligence offering. The new capabilities will help retailers understand and improve key operational and customer performance metrics.
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Oracle's Downward Spiral January 05, 2012 
Let's be frank: The main reason Oracle's latest quarterly revenues nosedived was backlash from users fed up with two years of price hikes on products, technical support, maintenance and licensing contracts -- and not because of a correction in the overall server hardware market. Yes, it's true that the latest quarterly financials of other high-technology bellwethers also disappointed.
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Amazon Surges, Netflix Paddles Against Customer Satisfaction Current December 28, 2011 
After seven years of a neck-and-neck race for first place in customer satisfaction, Amazon has pulled decisively ahead of Netflix, according to ForeSee's annual Holiday E-Retail Satisfaction Index. Amazon moved ahead 2 points to reach the top spot with 88 on the index's 100-point scale. Netflix slid 7 points to 79. Amazon's 88 score is an all-time high for the 14-year-old index.
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Verizon's 4G Service Back Up, but Users Still Miffed December 08, 2011 
A technical issue disrupted 4G LTE network service from Verizon Wireless for some customers between late Tuesday and late Wednesday, but the issue is now resolved. That's according to the company, which issued only a terse statement on Thursday morning. The term "outage" is "not entirely accurate" as a description of what occurred, said spokesperson Tom Pica, but he declined to provide further detail.
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Loyalty Programs: The Wireless Industry Could Be Onto Something Big December 08, 2011 
Androids and iPhones are not the only things that are new in wireless. Networks like
C Spire and U.S. Cellular are starting to market themselves very differently to customers. They're using rewards and loyalty programs, which may play a larger role in winning and keeping business going forward. Will Verizon, AT&T and Sprint follow?
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The Tough Task of Humanizing AT&T November 03, 2011 
AT&T is one of the most successful and best-known brand names in the wireless and telecom industry and, in fact, in the entire world. So why do customers dislike it so much? That's the question Esther Lee thinks about every day. Esther Lee is vice president of brand marketing and advertising for the company. Her job is to help customers love the AT&T brand. And right now, it's an uphill battle.
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B of A Backtracks on Debit Fees November 01, 2011 
Bank of America has decided to back off from a controversial fee that it announced in September: a $5 ding every month for consumers who use their debit cards to make a retail purchase. The plan had endured sustained consumer outrage since it was publicly revealed.
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Debit Card Fees May Drive Disgusted Bank Customers to Credit Unions October 25, 2011 
The ire exhibited by consumers in the wake of Bank of America's recent announcement that it would impose a $5 monthly fee for using debit cards for retail purchases does not seem to have been a momentary flash -- at least, not based on findings in a survey by The Research Intelligence Group. Thirty percent of U.S. consumers would leave their bank over debit card fees, it indicated.
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Silverpop Sees Location-Based Marketing as Golden October 14, 2011 
Facebook, check. Twitter, check. RSS feeds, absolutely. Mobile, heck yes. In short, email marketing and marketing automation vendor Silverpop has been steadily adding the social and mobile channels to its range of offerings. Now it is pulling the "check-in" channel into the mix with its acquisition of PlacePunch, a location-based services marketing platform.
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Netflix Gives Testy Customers Half a Loaf October 10, 2011 
Netflix cracked under pressure and regrouped its business into a single service offering that includes both streaming content and mailed DVDs. The company announced on Monday it will not split off its DVD-by-mail service under the name "Qwikster," as planned. Instead, U.S. customers will continue to use one website, one account and one password.
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BofA Customers May Not Want to Take It Anymore September 30, 2011 
Bank of America may have hoped it could quietly slip a $5 fee past its customers. If so, it was woefully wrong. This week, the bank announced it would charge debit card customers a $5 monthly fee when they use their cards to purchase goods. The bank pointed to new financial regulations as a reason.
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The Sunny Side of the Durbin Amendment September 13, 2011 
The Durbin Amendment is well-known throughout the financial services community thanks to extensive media analysis over the past year. Originally scheduled to take effect last month, the Durbin Amendment, an addition to the Dodd-Frank Wall Street Reform and Consumer Protection Act, will now take effect in October.
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Shipping Shock: Why Ready-to-Buy Customers Bail September 10, 2011 
More than 50 percent of e-commerce shoppers cited shipping as a reason for abandoning their shopping carts online, according to recent research. Furthermore, 43 percent of consumers' retailer choices were influenced by their delivery experiences and options, another study found.
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What Customers Expect: To Get Value and Be Valued August 11, 2011 
At CRM Evolution, Brian Vellmure, founder of Initium Technology, gave a talk on the future of customer relationships. He peered well into the future, envisioning an era when the Internet anticipates customer needs and delivers advice automatically. That can only happen when companies develop sufficient knowledge about their customers -- and foster the trust of those customers -- to make recommendations.
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Saving Your Company From a Brand Wave Wipeout July 28, 2011 
We always think the next generation is better. Often that is true -- but too often, it's worse. On the heels of success, too many companies take their eye off the ball. Every year, new and improved versions are introduced to keep us brand-loyal. That works until something goes wrong. Then years of valuable brand building simply collapse. This up-and-down movement is the Brand Wave.
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